Ready for group travel?

Although the importance of satisfying each passenger individually is well known, there is a very special passenger profile, who not only wants immediate entertainment but also throughout the trip is a direct source of feedback for both the company and the customer. rest of the passage. We are talking about passengers who decide to travel in a group. How does this profile affect my entertainment system ?

Branding empresarial

The first aspect that will be valued from the outset is your brand image. Unlike a passenger traveling alone, who does not have a direct feedback target about the trip, passengers who decide to travel in a group will exchange opinions as they board the bus. Taking into account how accessible it is today to publish an opinion in real time on social profiles, you have to take care of the details.

Let's put ourselves for a moment in the shoes of these passengers. These will go through several phases:

1. Arrival : As they board the bus and look for their seat, they will notice everything around them.
2. Accommodation : As soon as they sit down, they will most likely begin to comment on the first impression of the trip (other passengers, cleanliness, friendliness of the driver, comfort of the seat, etc.) If the comments are positive, they will start the trip with a vision company good.
3. The moment of truth: Once they are seated and accommodated, they must have a quality entertainment offer at their fingertips. If this is not the case, the feedback will begin to be negative, seriously affecting both their perception of the company and their willingness to have a good trip. If, on the other hand, you see a screen with hundreds of hours of entertainment in front of your eyes, success is almost guaranteed. (And we say almost because one of the most important points is missing: quality content ).
4. Tiredness phase: After sitting in their seat for a while they will begin to ask themselves their level of satisfaction without realizing it. For example: Are the seats comfortable? Is the driver doing a good job? Is the entertainment offer good enough to continue consuming content despite being tired? If the answer is NO to any of the above questions, it is likely that passengers traveling in a group have begun to make negative comments about the trip, which may affect the perception of other passengers.
5. Arrival at destination: The satisfaction of this group of travelers will depend on each and every one of the aspects with which they have interacted during the trip. If the trip has lived up to what they expected, that group will repeat, but if, on the contrary, the perception is negative, not only can we lose them as customers, but there is also the probability that our brand image will be affected to a greater or lesser extent. .

Mass loyalty.

Today achieving the goal of retaining our passengers is an arduous task, so having the opportunity to satisfy a group of customers traveling together is a unique opportunity. Taking into account that satisfaction will grow exponentially due to the feedback of perceptions, the ratio of “1 satisfied passenger + 1 satisfied passenger = 3 passengers on the next trip” will increase your result even more. There are more and more groups that compare offers before traveling and having the opinion of not only 1 satisfied passenger, but also an entire satisfied group will increase both your reputation and your ROI (Return on Investment). We are in the midst of a technological era where any information can go viral, so positive feedback will be a differentiating factor compared to your competition on social networks. Can you imagine a passenger boarding your buses with thousands of followers on social media? If his satisfaction during the trip is good enough for him to share it, you make sure to give your brand image a lot of visibility. If instead of 1 passenger of this profile, 5 go up, the opportunities are immense.

Boosting group travel = Increased ROI

Due to the great competition in the sector, in addition to making an investment in the improvements of your fleet, you have to do it intelligently . When it comes to improving the service, on the one hand, we must be clear about our strengths and weaknesses in order to enhance or improve them. For this we must have the appropriate tools to address it. At Azimut we have spent years optimizing our measurement tools to obtain the best feedback, in addition to being able to give you the best advice thanks to having the best professionals on staff. Do not hesitate to contact us! Our goal is to offer you the best service.